Lecture ONE Notes PDF

Preview

Summary

This is to enhance student on good office management act...

Description

KESSBEN (UNIVERSITY) COLLEGE, KUNTANASE DBA 213: OFFICE MANAGEMENT LECTURE ONE: UNIT I: DEFINITION AND GENERAL OVERVIEW OF AN OFFICE AND OFFICE MANAGEMENT INTRODUCTION Every modern organisation or institution is required to have an office. Whether it is a government department, business firm, school, university, hospital, or NGO; the existence of an office is a requirement that facilitates clerical and administrative tasks to be performed effectively and efficiently. DEFINITION OF AN OFFICE An Office may be defined as an assigned area in which an employee gets his/her work done. It is a unit of an organization responsible for safe-keeping of relevant records for the purpose of controlling, planning, and efficient management of an organization are prepared, handled, managed and preserved. An office is a place for transacting business where clerical and administrative functions are carried out to coordinate the activities of the organization. An office is required for collection, arrangement, retention and dissemination (communication) of right information at the right time and to the right person. Its activities such as mail handling, filing, indexing, copying, telephone handling etc. must be controlled and supervised properly.

Office Management Lecture One Notes - S. Osei-Poku

Page 1 of 16

FUNCTIONS OF AN OFFICE a. Records and Information Management: It involves creation, collection, processing, arrangement, storage, distribution and retention of records and information towards successful attainment of organizational goals. The information is kept in the form of correspondence, reports, statements, circulars, lists, charts, registers, books, etc. The information collected in an office is generally not in the form in which it may be used by the management. Therefore, facts and figures collected have to be arranged, processed, organised and analysed to make them useful to the organisation. b. Handling office purchases and supplies: An office is responsible for the procurement or acquisition of office equipment, stationery and materials such as computers, pens, pencils, diaries, printers, photocopiers, filing cabinets, furniture, etc. it also ensure safekeeping and efficient use of all equipment, stationery and materials. c. Supervision of support staff: Employees are integral components of every organization and for that matter; they need to be utilized efficiently and effectively to ensure successful attainment of organizational goals. An office supervises the activities and performances of its support staff. d. Channel

of

communication:

An

office

ensures

that

effective

communication is promoted within and outside an organization.

It

coordinates and monitors all channels of communication in order to ensure smooth running of an organization. e. Form designing and control: An office designs, develops and prepares many types of form needed for office management. These office forms are important tools for collection and storage of information. f. Public relations: An office plays the role of public relations advocate in order to make the organization look trust worthy and appealing to all people who deal with it in all its action.

Office Management Lecture One Notes - S. Osei-Poku

Page 2 of 16

g. Providing both secretarial and administrative services:

An office

provides services such as typesetting, photocopying, scanning, errands, etc. h. Arranging and attending meetings:

It is the role of an office to

coordinate and arrange all formal meetings and gatherings within an organization. i. Providing Aid to Management: An office helps or facilitates the activities of Management of an organization. Through an office directs and guides senior members (Management) to sections departments. The office also helps Management in planning for smooth functioning and progress of the organisation by providing necessary information and data.

It also

facilitates coordination by maintaining links among employees and departments. j. Safeguarding assets and stationery: After acquisition of the various assets and stationery, the office maintains or preserves them for their efficient and effective use. It protects both stationery and assets from misuse and mismanagement as well as pilferage. DEFINITION AND PRINCIPLES OF MANAGEMENT Management may be defined as the process of getting things done or activities completed efficiently with and through other people.

It

involves planning, controlling, directing, organizing, communicating, coordinating, staffing, etc. Principles of Management by Henry Fayol: – Division of Work: Office employees are specialized in different areas of their work and they possess different skills and abilities. They are, therefore, assigned to perform different duties towards to achieve organisational goals.

Office Management Lecture One Notes - S. Osei-Poku

Page 3 of 16

– Authority and responsibility: In order to get things done in an office setting, supervisors should have the authority to give orders to their employees. Of course with this authority comes responsibility. – Discipline: Obedience and mutual respect are key ingredients in office management.

Discipline comprises mutual respect and acceptable

conduct among office staff in discharging their routine duties. – Unity of command: This principle means that an individual an office staff should receive orders from one boss or authority and that the employee is answerable to that boss. If tasks and related duties are assigned to the employee by more than one boss, this may lead to confusion which may lead to possible conflict of performances. – Unity of direction: In order to achieve organizational goals, there be focus and unity among office staff. All employees deliver the same activities that can be linked to the same objectives. – Subordination of individual interests into general interest: There are always all kinds of interests in an organization. In order to have an organization function effectively, it is expected that personal interests are subordinate to the interests of the organization (ethics).

The

primary focus is on the organizational objectives and not on those of the individual. DEFINITION OF OFFICE MANAGEMENT It involves the design, implementation, evaluation, and maintenance of the process of work within an office or organization, in order to maintain and improve efficiency and productivity. Managing an office is, therefore, being responsible for anything and everything that can affect the quality of life in the office.

Office Management Lecture One Notes - S. Osei-Poku

Page 4 of 16

COMPONENTS OF OFFICE MANAGEMENT An Office can be managed effectively and efficiently through the following six (6) M’s: i. Manpower: The competent personnel or human resource is one of the key requirements to ensure effective and efficient office management. People make sure that machines, money, materials are utilised in a productive manner to achieve organisational goals. Employees should have the requisite skills, knowledge, and abilities to manage the activities of the office. ii. Money: Money plays important role in the smooth running of an office in terms of staff motivation, acquisition of materials and equipment, office layout, etc. iii. Machines: Computers, photocopiers, printers, scanners, mobile phones, telephones, etc. facilitate the routine activities and operations of an office. iv. Minutes: In office management, every minute counts. Time management is crucial in the operations of an office. Lateness and absenteeism as well as lackadaisical attitude can adversely affect organisational productivity. v. Materials: These are things needed to do some important task such as books, stationeries, A-4 sheets, files, books, pens, diaries, etc.

These

materials are necessary in the day-to-day running of the office. vi. Motivation: Internal and external factors that stimulate desire and energy in people to be continually interested and committed to a job, role or subject, or to make an effort to attain a goal. It describes ways in which office managers promote productivity in their employees.

Office Management Lecture One Notes - S. Osei-Poku

Page 5 of 16

FACTORS DETERMINING THE LOCATION OF AN OFFICE: a. Nature of business: This refers to the kind of business or operations and activities of an organisation. E.g. manufacturing, banking, university, commercial, etc. b. Cost: Cost is one of the essential factors that ultimately determine the location of an office.

The cost involves location, size and internal

arrangements. c. Availability of infrastructure/Working Conditions: Good working condition must be provided for smooth functions of an office. Provisions for potable water, banks, restaurant, clinic/hospital, adequate lighting and ventilation, reliable electricity supply, communication and transportation facilities, parking space should be available. The office building should be free from dust, noise, fumes and obnoxious smells. d. Safety of Records and Staff: The secured office building should ensure safety of records and staff. In other words, the office building should the special features like fire proof construction, fire escapes, burglary proofs, anti-flooding environment, etc. e. Future expansion: The size of the office building should be adequate for future expansion. f. Staff and Customer Convenience: Adequate space should be provided for the convenience of office employees and the customers. Sales department which is mostly approached by the customers should be located in a place where easily accessed. There should be adequate space for canteens, washrooms, clock room, rest room etc. Lifts or elevators facility should be made in an office building if departments are functioning in many floors.

Office Management Lecture One Notes - S. Osei-Poku

Page 6 of 16

g. Proximity: The office building should be close to its customers, related businesses as well as strategic partners for easy accessibility and business transaction. h. Availability of Means of Transport: Office should be located in such a way that efficient and reliable means of transport will readily be available to employees as well as customers. WHO IS AN OFFICE MANAGER? Office Manager is an executive who is in charge of an office and whose chief function is to plan, direct, organize, control, and coordinate his or her office in such a manner that this service function is performed efficiently and effectively. FUNCTIONS OF AN OFFICE MANAGER The functions of the Office Manager can be described as follows: a) Planner: S/he sets goals for his or her office and ensures that such goals are successfully achieved. S/he is endowed with the knowledge of the organisation in terms of its vision, mission, objectives, etc. b) Controller: The Office Manager establishes and maintains standards, measures performance against the set standards and ascertains deviations and makes necessary corrections. c) Coordinator: Office Manager maintains links with all the departments and staff of an organisation. He/she keeps every department informed and updated about what is happening in other departments in the areas of production, marketing, information technology, etc. d) Director: An Office Manager directs, influences, guides, motivates, and supervises his or her subordinates to achieve both personal and organisational goals. e) Organiser: An Office Manager should be aware of the overall structure and activities of the organisation to ensure that day-to-day operations Office Management Lecture One Notes - S. Osei-Poku

Page 7 of 16

become successful and achievable. S/he assigns responsibilities and tasks to his subordinates. f) Implementer: The Office Manager puts into action or practice policies, objectives, budgets and decision made by Management of an organisation. In other words, policies and decisions are formulated by top management while such policies and decisions are rather implemented by Office Managers.

S/he also ensures that other employees or office staff

members adhere to policies, procedures and process towards attainment of organisational goals. g) Motivator: Office Manager is the only official with whom the employees come into contact everyday, hence, s/he directly influences and inspires their morale and their willingness to cooperate and work. h) Supervisor: Office Manager oversees the activities and performances of the subordinates in accordance with the organisational goals and objectives. He or she helps his or her subordinates to resolve all issues and problems arise out their assigned work. SKILLS AND ABILITIES OF A GOOD OFFICE MANAGER a) Qualification(s): An Office Manager should possess requisite and proper qualification in terms of edu cation, training and experiences in order to discharge his or her responsibilities effectively and efficiently. b) Visionary and Proactive: An Office Manager must be able to plan and envisage identifying and solving day-to-day problems as well as those of the future. S/he should be proactive and able to predict or anticipate future needs or happenings in order to take decisions. c) General Skills: There are basic skills that are required of every good office manager. These skills include: 1. Verbal and nonverbal communication skills: Office Manager interacts with employers, staff, and clients, either in person or on the

Office Management Lecture One Notes - S. Osei-Poku

Page 8 of 16

phone. It is important that they speak clearly and loudly, and maintain a positive tone as well as write readably. Avoid negative physical gestures!

2. Organizational skills: Office Manager should be able to manage various calendars, schedule appointments, and keep the office orderly.

3. Time management skills: Office Managers who utilize their time well are more productive, more efficient, and more likely to meet deadlines. They focus on the most important and time sensitive tasks and limit the amount of time wasted on non-essential duties.

4. Interpersonal/human relation skills: Every Office Manager is required to possess people managing skills by being a good listener, tolerant, approachable, matured, persuasive and understanding.

5. Technology skills: S/he should be able to operate a variety of technological tools such Microsoft Office Suite, online scheduling programs. S/he also has to use, and often maintain, office equipment such as fax machines, scanners, photocopiers and printers.

6. Leadership and mentorship skills: Office manager should be able to influence, inspire, motivate, mentor and develop his or her subordinates at the office.

7. Problem-solving skills: He or she must be able to hear a variety of problems, and solve them using critical thinking, experience and maturity.

8. Multi-tasking Skills: Multitasking entails juggle or manage different work activities and shifting attention from one task to another. Office Manager should be able to balance competing demands or different tasks for their time and energy, and must be able to handle multiple priorities.

d) Quality-Minded and Detail-Oriented: Good Office Manager is mindful of high quality work even under pressure with minimum supervision. e) Delegation with Authority: A good Office Manager should be able to entrust and empower his subordinates with part of his or her responsibilities to ensure successful attainment of organizational goals.

Office Management Lecture One Notes - S. Osei-Poku

Page 9 of 16

ATTRIBUTES OF AN OFFICE MANAGER 1. Accessibility: He or she should be able to establish positive rapport with all stakeholders including colleagues, customers, management, etc. Office Manager should be easily accessible in terms of availability and warmth of his or her personality. 2. Confidentiality: It is one of the main attributes expected of a good office manager. The office manager will certainly manage a wide range of information that is private and privileged to the employer and the employer’s clientele. Your boss needs to be able to trust that the work he gives you is treated and carried out with the utmost confidence, as without this trust your boss will lose confidence in you, no matter how fantastic your typing skills are. It takes years of experience working as an office manager with each employer to be able to distinguish what is confidential and what is not. Even something which appears to you to be insignificant and common knowledge may not in fact be so, the exposing of which could create a disaster with serious results, not only to your employer and your employer’s business but also to yourself. Therefore treat all materials as confidential and in the strictest confidence. 3. Emotional Intelligence and Stability: S/he should be able to contain and deal with all manners of people with varied emotions and attitudes. 4. Sense of Morality: You cannot be honest if you have no personal integrity, and a person that is not honest has no integrity. Everyone thinks they are honest in the broad sense of the word; however, taking even a paperclip or a pen from the office without official permission is really stealing. Even if you think your employer can afford it and will not miss it, it is the employer that has paid for it and not you, so it is their property and not yours. Likewise, making personal phone calls and having personal phone or mobile phone conversations or text messaging

Office Management Lecture One Notes - S. Osei-Poku

Page 10 of 16

on your employer’s premises during the hours that you are paid to work, is theft of the employer’s time. 5. Professionalism: A good Office Manager presents himself/herself and behaves in a professional manner with a good attitude. People are constantly observing your behaviour and forming theories about your competence, character, and commitment, so present and conduct yourself in a respectable manner appropriate to the organisation that you serve and show a willingness to help other professionals. 6. Personal Grooming: An Office Manager with a pleasing personality is respected and appreciated by all. He can easily charm anyone and win people over. Corporate dressing along with personal grooming help you create a presence that exudes professionalism, leadership, confidence and elegance. People judge you by your personal appearance, so a well groomed look will show that you care about yourself as a person and therefore have the capacity to care about others. This conviction directly applies to a good Office Manager. A little attention to how you look goes a long way to display your performance, self-confidence and demeanour. Some suggested personal grooming/hygiene tips for an Office Manager are as follows:  Bath well at least twice daily  Keep your hair/beard short, brushed and clean  Change your socks and under wears daily  Pay attention to your teeth and mouth  Keep your nails short and clean  Wear mild perfume  Avoid loud colours with jewellery  Ensure that your shoes are clean and polished  Iron your shirts and trousers or dresses/outfit neatly  Pay attention to your posture Office Management Lecture One Notes - S. Osei-Poku

Page 11 of 16

 Walk energetically with a straight back  Change your uniform or attire regularly.  Dress formally  Lipstick of a suitable color must be worn at all times.  Female hair length beyond the shoulder must be neatly tied / bundled.  Do not use unnatural hair-colors e.g. green, blue, unnatural blond etc  Only one ring and watch is advisable, small earrings for female staff.  Wear minimal makeup  Be mindful of your phone manners especially during working hours  Be mindful of some bad mannerisms  Have positive self-confiden...